Merrill Lynch Phones Ahead
The Wall Street giant is making a major bet on Internet-based telephony as a way to improve service and enhance flexibility. Here’s a case study on the promise and pitfalls of technology-driven innovation.
Content: Article | Author: Paul C. Judge | Source: Fast Company | Subject: IT / Technology / E-Business
Customer Service: EMC Corp.
Under the leadership of Mike Ruettgers, EMC bounced back from a near-death experience to become one of the “four horsemen of the Internet.” At the heart of EMC’s rise has been its fanatical devotion to customer service. The company has benefited from this critical insight: If you want service to pay off, don’t treat it as a profit center.
Content: Article | Author: Paul C. Judge | Source: Fast Company | Subjects: Best Practices, Customer Related
Why QVC Is Sold on the Internet
Interesting look at QVC’s online retailing operations and the lessons the company has learned about marrying their two primary channels.
Content: Article | Author: Paul C. Judge | Source: Fast Company | Subject: Best Practices | Industry: Retail
Will Online Ads Ever Click?
Internet marketers made lots of big (and, in hindsight, dubious) promises about the power of the Web to give companies a uniquely powerful way to chart the performance of their ads. The folks at Avenue A aren’t ready to give up on those promises — even if lots of other people are.
Content: Article | Author: Paul C. Judge | Source: Fast Company | Subject: Advertising | Industry: Advertising
It’s Lonely on the Edge
Every three months, 60 executives responsible for moving their companies into the Internet Economy gather to discuss challenges and frustrations. This group offers a remarkable window into what it takes to transform a big company into a Net company.
Content: Article | Author: Paul C. Judge | Source: Fast Company | Subject: Change Management